About us

Founded in 2001, headquartered in San Francisco, Meltwater is the global leading AI-powered media monitoring, social listening & PR Analytics software. Our mission is to help companies make better and more informed decisions. With over 2000 employees and 55 offices globally, we help over 30,000 companies to stay on top of billions of online conversations, extract valuable data, and consult our clients to transform their businesses in this new digital reality. 

 

Meltwater is recognized as a great place to work for talents globally. We have won several Top Employer awards worldwide and most recently been accredited as “Asia's Best Multinational Workplaces”, “Best Companies to Work For in Hong Kong”, “Best Companies to Work For in Greater China” by Great Place to Work™. 

 

Meltwater operates the Meltwater Entrepreneurial School of Technology (MEST), a nonprofit organization devoted to nurturing future generations of entrepreneurs. MEST has invested over $20million into training 400+ individual entrepreneurs and invested in over 50 early stage tech startups. Learn more about us on https://www.meltwater.com/ and https://outsideinsight.com/

 

 

Our Culture
Our culture is based on a fundamental belief in people and the potential they possess. 

 

  • We create a fun, ambitious, collaborative and international working environment where everyone is driven by a growth mindset 
  • We are proud of our entrepreneurial spirit - we organically built our business by developing our own leadership and nurturing talent 
  • We celebrate our victories but don’t rest on old laurels —whether in reaching personal goals or corporate milestones. 

 

 

Meet with the team

At Meltwater, we believe that our success is directly tied to the value our clients derive from our services. To ensure clients realise business value from their investment at different stages in their journey with us, our Client Success team are committed to delighting our clients at every interaction, from understanding what our clients needs and challenging the status quo, to creating and delivering the right set of offerings that result in highly successful clients. 

 

 

About this role

As a Client Success Onboarding Manager, you will own the critical early phase of the customer lifecycle, onboarding Meltwater’s new clients, working closely with Account Managers to deliver great results. You will have a select group of accounts to onboard and will be responsible for making sure every customer is successfully onboarded in a timely manner. You are the key person driving clients to realise a fast time-to-value from their investment in Meltwater as efficiently as possible.



What will you be doing?

  • Serving as the main point of contact for first 90 days to ensure a successful onboarding process to the Meltwater
  • Spearhead, create and own full project implementation plan per each customer you onboard
  • Conduct workflow conversations to advise optimal structure and workflow per each customer and team
  • Ensuring all customers complete the required technical setup efficiently and in a timely manner
  • Training and educating customers on how to effectively utilize Meltwater
  • Partner with respective Account Manager and Business Development Sales to nurture customer relationship
  • Understand and document client stakeholder roles & hierarchy within a detailed account to ensure successful transitions to the Account Managers after onboarding
  • Surface onboarding blockers and trends to improve overall set up and onboarding experience
  • Be a product expert and understand all optimal workflow set ups
  • Design and continually improve processes and materials that enhance efficiency and customer experience during onboarding
  • Effectively deliver engaging enablement training and workshops
  • Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations
  • Develop a good understanding of typical business challenges faced by our clients and common objectives to appropriately map Meltwater features and associated business benefits to address their needs



We would love to see…

  • Bachelor's Degree of any disciplines
  • At least 5 years experience in an onboarding, implementation, customer success, account management, business consulting or project management role
  • At least 3 years of management experience leading a team of young and driven individuals in a dynamic and ever changing environment
  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
  • Fluent in written and spoken English and Mandarin (mandatory)
  • Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users
  • Comfortable giving presentations to groups of any size & audience - from every day end-users of the app to a high level executive
  • Great problem solving skills, taking a consultative approach to finding the best solution
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • Able to collaborate across the organization and with external stakeholders
  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Passion for account management and technology
  • Eagerness to continually learn, adapt, and improve
  • You have a relentless execution ethic and lots of energy



The perks of working with us!

  • Awesome coworkers
  • Competitive Compensation Package
  • Prizes, spiffs, and additional incentives
  • 20 paid holidays
  • Training program, conference, seminar for your personal and professional growth
  • Comprehensive Medical insurance for non local Chinese employee
  • Business travel life insurance
  • Fun, ambitious and international working environment
  • Gym Allowance
  • Fun team outings
  • Well stocked kitchen with lots of snacks and drinks
  • And more…

 

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